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Revolutionising Customer Journeys

 Revolutionising Customer Journeys

 How to scale agility and AI for enhanced customer experience


08:30 - 10:00 BST

17 June 2021  
 Virtual Event - Taking Place on Zoom 

With customer expectations growing for digital businesses, the need to leverage artificial intelligence in an agile way is crucial to sustain growth in uncertain climates. According to Nimbus Ninety’s 2021 Digital Trends Report, the number one challenge for organisations serving customers effectively is a lack of ability to deliver a consistent experience across all channels. At the same time, many businesses struggle with excess costs, frequent outages, and a limited capability to contextualise each individual customer’s experience.

Emerging AI technologies are driving the capability to deliver an experience across multiple channels that is seamless, efficient and personalised. Organisations must find ways to engage and serve clients, while improving both the customer and employee experiences. The modern contact centre promises to drive omnichannel experience, through links to CRM systems, scalability and integrations with AI-driven data analytics tools.

Join customer experience professionals to understand where the opportunities lie to revolutionise your customer experience through AI-driven omnichannel strategies. Explore new ways of leveraging emerging technologies for lasting loyalty and increased revenue.

08.30 Join 

08.35 Welcome from Nimbus Ninety

08.38 Poll

08.40 The AI-Driven Omnichannel: Mapping the Opportunity Roadmap

08.50 How to Scale Experience Up and Keep Costs Down

09.00 Discussion tables 

Join peers from other industries to deep-dive into how to deliver seamless experiences, design customer journeys and maintain the human touch. 

  • What are the major barriers to integrating AI technologies into the customer experience? 
  • What are the main opportunities for leveraging AI to enhance customer experience?
  • How can the human touch be maintained despite increased use of AI-driven technologies, such as chatbots? 

09.45 Key Takeaways

10.00 Close

In partnership with

Wipro   AWS


Darren Hardman, AWS, General Manager UK & Ireland

Darren HardmanManaging Director for Amazon Web Services for UK & Ireland. In this role, Darren leads a team of people who deliver amazing customer experiences. These teams strive to make AWS the most customer-obsessed company in all of UK & Ireland. Darren is responsible for guiding the company’s direction and vision across the Area. He leads a team of business and technical specialists working with organisations of all sizes, from start-ups and governments, through to the world’s largest enterprises, to support their move to the cloud. In addition, Darren collaborates with partners to build transformational programs for our joint

Before joining AWS, Darren spent over 22 years working in the Accenture business – including running the billion dollar European arm of Avanade (the Accenture/Microsoft joint venture). Other roles included Global Head of Sales, Chief Operating Officer and UK&I Managing Director.


Omkar Nisal, Managing Director – UK & Ireland, Wipro

Omkar Nisal, Managing Director – UK & Ireland, Wipro



This is a private event for members of our community. Membership is free and takes less than 5 minutes. As a member, you will have access to this and other complimentary events. Learn more.

This event is for 25 x C-level, VPs, Directors, Heads and the drivers of live projects in CX, UX, AI, Employee Engagement, Transformation, Digital Experience, Insight, Innovation, Loyalty Program, IT, Strategy, Technology.

Register to Attend